Sr Customer Technical Lead
Sr Customer Technical Lead
Singapore
Founded in 2000, Ivalua is a leading global provider of cloud-based procurement solutions.
COMPANY OVERVIEW
At Ivalua we are a global community of exceptional professionals, who believe that digital transformation revolutionizes supply chain sustainability and resiliency to unlock the power of supplier collaboration.
We achieve this through our leading cloud-based spend management platform that empowers hundreds of the world's most admired brands to effectively manage all categories of spend and all suppliers to increase profitability, improve ESG (environmental, social, and corporate governance) performance, lower risk, and improve productivity. Driven by our passions and fueled by our shared ambitions, we empower and challenge each other to create meaningful experiences for our colleagues, customers, partners, and communities.
Learn more at www.ivalua.com. Follow us on LinkedIn
THE OPPORTUNITY
CONTEXT:
This is a strategic, global role for a Senior Customer Technical Lead who acts as the vital technical bridge between our high-value customers, regional delivery teams, and our core IT/Security functions. Working across multiple projects, you will serve as the primary technical contact for customers on complex inquiries regarding Infrastructure, Security, and Performance. You are more than a technical expert; you are a strategic consultant who navigates the space between customer expectations and internal execution.
ROLE:
In this role, you will be the primary point of contact for our Professional Services teams, providing them with the high-level expertise needed to unblock technical issues and navigate security and performance compliance. You will play a lead role in Customer Advisory, joining strategic meetings to explain Root Cause Analysis (RCA), resolve technical anxieties, and provide the expertise needed to build long-term trust.
As this role supports a global portfolio, you must possess the flexibility to operate across different time zones and the communication skills to manage diverse regional expectations.
WHAT YOU WILL DO WITH US (we recommend 6 points max)
- Strategic Technical Filter & Gatekeeper: Act as the primary technical interface for regional delivery teams. You will evaluate and address incoming non-trivial technical requests, resolving them directly where possible to protect the bandwidth of internal IT and Information Security (Infosec) SMEs.
- Customer IT Advisory: Lead high-level technical discussions specifically with the Customer’s IT and Security departments. You will provide the necessary expertise and advisory to align our platform’s capabilities with their internal infrastructure and compliance standards and get the support from our IT and Infosec teams as necessary.
- Incident Communications & RCA: Manage the technical communication loop during critical incidents. You will translate complex "back-end" technical findings into clear, professional Root Cause Analysis (RCA) reports and action plans for the customer’s IT leadership.
- Capacity & resiliency oversight: Contribute to technical audits and planning sessions focused on cloud monitoring, resource management, and performance optimization. You will perform deep-dive analysis and correlation of logs and metrics to identify system bottlenecks and ensure platform scalability. Your role involves leveraging monitoring tools to drive data-backed capacity planning and managing the technical implementation of resiliency standards across global hosting environments.
- Global Infrastructure Guidance: Respond to customer inquiries and lead technical discussions regarding IT infrastructure, cloud monitoring, performance and scalability. You will be the expert voice explaining how the platform handles high-volume traffic and resource management, ensuring customers understand the robustness of the hosting environment.
YOUR PROFILE
If you have the below experience and strengths this role could be for you:
Skills and Experience:
- Senior Technical Experience: Extensive background (10+ years) in technical consulting, systems engineering, or a similar "bridge" role, with a focus on cloud-native environments.
- Education: Bachelor's degree in relevant field preferred with a minimum of 10 years of relevant professional experience, OR Master's Degree in relevant field with a minimum of 8 years relevant professional experience, OR equivalent combination of education and experience.
- Azure Proficiency: Good conceptual and practical understanding of Microsoft Azure (Compute, Networking, Security, and Monitoring tools). You should be comfortable explaining Azure architecture to a customer’s IT department.
- Security & Compliance: Solid knowledge of enterprise security standards and data protection. Experience dealing with government-level security clearances or highly regulated industries is a major plus.
- Monitoring tools: Solid knowledge of monitoring tools (Grafana, DataDog, Elk, etc).
- Communication & Advisory: Exceptional ability to translate "back-end" technical jargon into clear, business-focused advisory for customer IT leaders. You must be comfortable leading high-stakes meetings and managing Root Cause Analysis (RCA) presentations.
- Collaborative Problem Solving: Proven track record of working with internal delivery teams and specialized SMEs (Infosec/IT) to drive resolutions for complex customer requests.
- Incident Management: Experience in a high-pressure support or delivery environment, with the ability to remain calm and authoritative during Severity 1 incidents.
- Global Mindset & Flexibility: Experience working across diverse regions and cultures. Flexibility is a must, as this role requires attending meetings and supporting projects across multiple time zones.
Soft Skills :
- Excellent interpersonal skills
- Can demonstrate the ability to be resilient and flexible
WHAT HAPPENS NEXT
If your application fits this specific position’s needs, our skilled Talent team will reach out to schedule an initial screening call. Get one step closer to achieving your goals – apply today!
Our Talent team will guide you through every step of the interview process - from preparation to completion. They're here to support you!
Our recruitment process is designed to assess your competencies through a series of personalized interviews with internal stakeholders relevant to the role.
Interviews will be conducted virtually via video or on-site with face-to-face meetings.
LIFE AT IVALUA
- Hybrid working model (3 days in the office per week)
- We're a team dedicated to pushing the boundaries of product innovation and technology
- Sustainable Growth, Privately Held
- A stable and cash-flow positive Company since 10 years
- Snacks and weekly lunches in the office
- Feel empowered to pursue your goals with improved team collaboration and increased creativity/productivity
- Unlock and unleash your full professional potential with our exceptional training and career development program
- Join a dynamic and international team of top-notch professionals who are experts in their respective fields. Collaborate with like-minded individuals who are deeply passionate and highly motivated about their work. Experience a truly diverse and inclusive work environment where your unique contributions are highly valued
- Regular social events, competitive outings, team running events, and musical activities,
- Comparably recognized Ivalua for the following (https://www.comparably.com/companies/ivalua) :
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United by our values we embrace diversity and equity in the broadest possible sense to create an inclusive workplace. To help our customers make supply chains more efficient, sustainable and resilient, we rely on a global team with a variety of backgrounds, skills and views. We believe in equal opportunity and in diversity as a driver of innovation that cultivates a spirit of inclusiveness, creates a productive and fun place to work, and provides fulfilling career opportunities for all Ivaluans. https://www.linkedin.com/company/ivalua/about/
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